The 2025 KPMG West Africa Banking Industry Customer Experience Survey points to an increasingly competitive banking environment across the retail, SME and corporate segments, as customer expectations continue to climb.
In the retail banking category, Standard Chartered Bank maintained its lead with a Customer Experience (CX) score of 82.9, supported by reliable digital services and strong transaction security. Zenith Bank followed closely with 82.2, while Stanbic Bank secured third place with a score of 81.8. Prudential Bank ranked fourth at 80.4, with Absa Bank completing the top five at 80.2, underscoring the narrow margins separating leading players.
The SME banking segment highlighted both gains and persistent challenges. Access Bank emerged as the top performer with a CX score of 82.6, just ahead of Absa Bank at 82.5. CalBank placed third with 82.3, followed by Stanbic Bank at 81.6. Standard Chartered Bank ranked fifth with a score of 81.4. Despite these strong results, KPMG identified slow loan approvals, complex documentation requirements and turnaround times as key pain points for small and medium-sized enterprises.
Corporate banking recorded the most significant year-on-year improvement. Stanbic Bank led the segment with a CX score of 88.8, reflecting notable gains in relationship management and issue resolution. Ecobank followed in second place with 84.5, while Absa Bank ranked third at 83.7. Zenith Bank and GCB Bank jointly placed fourth, each posting a CX score of 82.7.
Overall, the survey highlights a shift in Ghana’s banking sector, with digital capabilities now viewed as a standard requirement rather than a differentiator. As customer experience scores converge, KPMG notes that future competition will increasingly hinge on service speed, effective problem resolution and personalised engagement in a market where customers are becoming more discerning.
Source: citinews
